Director of Service

We are at the forefront of developing advanced humanoid robots designed for household use. Our mission is to create an abundant supply of labor via safe, intelligent humanoids. As we transition from R&D to full-scale manufacturing, we seek an experienced Director of Service to lead, build, and develop our service function, ensuring exceptional customer experience and operational excellence.

The Director of Service will be responsible for building our service function from the ground up, developing strategies, implementing best practices, and scaling the team to meet the growing demands of our customer base. This role is ideal for a leader who is comfortable rolling up their sleeves to lead individual contributors initially, with the vision and capability to scale into a Manager of Managers as the team expands. The Director of Service will work closely with the Head of Service Engineering to ensure that the service function is well-integrated with product design and development, ultimately driving superior customer outcomes.

Responsibilities:

• Develop and implement a comprehensive service strategy, laying the foundation for a scalable and efficient service organization.
• Lead and manage a team of service technicians in both the US and Norway, ensuring high standards of service delivery and customer satisfaction, with the ability to grow into managing a larger team as the company scales.
• Establish and oversee service procedures, protocols, and performance metrics to ensure consistency and quality.
• Work closely with the Head of Service Engineering to integrate service feedback into product design and development.
• Establish training programs for service technicians, ensuring they are equipped with the necessary skills and knowledge.
• Manage resource allocation, scheduling, and logistics to ensure timely and efficient service delivery.
• Handle escalated customer issues and work to resolve them promptly, ensuring a positive customer experience.
• Monitor and analyze service performance data to identify trends, optimize processes, and drive continuous improvement initiatives.
• Collaborate with other departments, including sales, operations, and customer support, to ensure a cohesive and integrated approach to service.

Requirements

• Proven experience in building and leading a service organization, preferably in a technical or engineering-focused industry.
• Strong leadership skills with the ability to scale from managing individual contributors to leading a team of managers.
• Excellent communication and interpersonal skills, with the ability to work collaboratively across departments.
• Demonstrated ability to develop and implement service strategies and best practices from the ground up.
• Strong problem-solving skills and the ability to handle complex and escalated issues.
• Experience in process improvement and performance management.
• Ability to work in a fast-paced, dynamic environment and handle ambiguity with ease.
• Technical knowledge in robotics, electronics, or a related field.